Knowledge management

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Knowledge Management 1 . ก กก!"#!"$%&"’()"*#+*,# !)-. "#/"*/"*/0 )1ก*23!)ก#!) *%4*.!2%+ก"**#4*#-ก,--"ก56(7#. (89")1ก*3!):;<9ก!’- #"-/%4=%4=!)-"ก<56 #"-*#+*,#>%4’#)ก"*/?)/"*@"!3Aก"*1ก<+56)ก=ก ก5/3)B5)ก=กก5;%#$*<43" 0"/3*1#<;"ก"*ก"(7/<%#’(/"-"*B2!" **.!’+!)""+""ก3!)ก"* #"-"ก25’-;ก"*!"#"-*.!!)-. 3(7ก"*@"#"-!"2ก%4 )1#"-*.! (Knowledge) #"--" (Meaning) 3" F )"B)!-"กก#" $?)!!"2#"--") ก"*2%+ก"*#"-*.! #"-/%-$%G1*#"#"-=%4=!))(89"ก<+56H")1#"-!"2)"2)G<4" ’+!(7 4 กA- +%6 1: !"#ก %กJ(89"กA-6(7*?))*44*44 %63)ก"*@"" #"-B.ก:<+ /"3A(89"- #"-/%-$%G1ก%)"3*’(3*-" (89"446-%กก<+)1ก*(7"ก"* -44: 4" ก*4#ก"*@""*44ก"*#4A-/. Aก)"-%63)ก"*@""*4A’#!!# %กJ)(89"25 (7*?))#"-)3’-"ก %?)@""’+! -#<GB.ก3!)/"-"*B"@"3)4+/A+’+! (Best practices) $*"-*4444:’#!;%+2$32-*2@"-+*?)’- :.!@"-%ก(7!"*";ก"* A!ก%4*44ก"*4*<"**";ก"*=5;!)@""2ก"*(ก*) *(7"**#*))A-%3<*(7 *?)3!)@"3"-%63)!B.ก3!) ก"*ก!(89"(7*?))ก"*2%+*44!)-.*#4*#-%63)ก"* @""!;%+2 *#-%6ก"*ก%ก*)!)-.-F2-$<-!"-"*44 **.!2"ก#<Gก"*@""+/A+ -(P<4%3<-"ก) 2: ก"#% %กJ(89"กA-6-!-#"-/%-$%G1*#"/"3A(89"32’-;%+2*?)*.!>$" กA-4A2@"ก%+ -%กก<+)1ก*!#<;";$/. 3!))"0%กA-:.!;#;"9*?);@""9ก"* =5:" ก*4#ก"*)ก"*QRกQ)4*--(*/$ก"*1-"-"ก$) -H"J")3)+>$"*.(44) ก"*@"")-*%4ก%#ก"*)-.:.!;#;"9 (89"%กJ6-!-#"-=%4=!)>$""/.- #"-"ก3/"-"*BB")+/)ก%’+! !"@")#""ก3%’-A %663!)56ก%4#"/3<(899" )34A )1#"-*.!กA-625(7*?)กA-:.!;#;"9B")+#"-*.!กA-:.!*.!-?))";$ "%6 %กJ)(89"25(7 Knowable space %?)-!2!"2)G<4"’+! 3%’--**.!%6-+

Transcript of Knowledge management

Knowledge Management 1

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�%กJ��(89�"��ก�A�-��6�(7��*?�)��)�*�44*��4� 4 �%6�3)�ก"*�@"�"� �#"-B.ก:<+ /"��3A���(89�"-��#"-/%-$%�G1ก%�) �"�3*�'(3*�-" (89�"�44��6-%ก�ก<+��)��1ก*����(7��"�ก"* -��44�:� �� 4" ก*�4#�ก"*�@"�"����*�44ก"*�#4�A-/.� �Aก) �"�-��%6�3)�ก"*�@"�"�*�4A'#!��!# �%กJ���)�(89�"25��(7��*?�)��)��#"-� )��3�'-� "ก �%���?)�@"�" '+! -�#<G����B.ก3!)����/"-"*B�"�@"3)4���+����/A+'+! (Best practices) �$*"�-�*��4� 4�44�:���� �'#!;%+�2��$� ��3�2�-���*2@"�-+�*?)'-� :.!�@"-%ก�(7��!"*";ก"*����A!��� ก%4*�44ก"*4*<�"**";ก"*=5���;!)@"�"2��ก"*(ก�*)� ��*�(7��" ��*�����*�#*�))�A-%3<��*�(7��*?�)����3!)��@"3"-�%6�3)���!B.ก3!)� ก"*�ก!(89�"�(7��*?�)��)�ก"*2%+*�44�!)-.����*#4*#-�%6�3)�ก"*�@"�"���!;%+�2� *#-�%6�ก"*ก�%��ก*)��!)-.���-�F���2�-��$<�-��!"-"��*�44 �*� �*.!2"ก#<G�ก"*�@"�"����+����/A+����� -���(P<4%3<-"ก�)� ก������� 2: ��ก"�#�����%

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Knowledge Management 2

��?�)�2"ก�UJP�3�"�F-��#"-=%4=!)���� %�)"22�'-�-���**)4*.!�����!"�2���UJP�'+!�%6��-+ /"-"*B�"�@"3)4���+�'+! (Good practice) �3�)"2'-��;�+����/A+ )"0% ก"**%4*.!���/�)�3)43�)(89�"(Sense and respond)�)�4**+" expert �%6���" =5��4"��*%6��#"-�;�� #;"9ก,�(7��%6�3%#�/*<-���/�" ก"*/*!"��#"-*.!��-����)"22��ก<+�56� :.!�@"�(7�*�44���:.!�;�� #;"9���(*�ก)4+!# :.!�*��A�#A&<�)�;A-;�=5��4"��*%6�'-����#�"+�ก#�"*�44/<�G<Y�"+�)��2!"�A�-.��" =5���;!)@"�"2��ก"*(ก�*)� ��?�)�2"ก:.!�;�� #;"9-%ก�;!�#�"��ก"*)H<(*" �"��ก<�'(���'-�)"23%+/<��2'+!��?�)�2"กBก�B� �ก%�#�"#<G�'��2�+����/A+ ก"*)H<(*" �$?�)�!��"(822% ���-�:�3�)*�44�A�H"$���#<G�ก"*��ก"*/*!"��A�H"$B?)#�"�(7��2� 1 classic ��ก�A�-��6 ก������� 3: '�(') �"�!��������ก

�%กJ��(89�"�44��6-��#"-/�%4=%4=!)�(Complex) �ก<+2"ก)��1(*�ก)4�)���"ก��" /"��3A�%���?)�@"�" '-�'+! �3�3!)�)"0% ก"*/%��ก32"ก/%99"�3�"�F�����H" ��;A-;��%6���!"�2 )"0% ก"*/?�)/"*ก%�H" ��*��#�"�ก%����ก%�) �"�-"ก�$?�)*#4*#-�!)-.�����!)/���02"ก�Aก2A+-"(*�ก)4��!"+!# ก%��$?�)��!��!"�2(89�"2"ก�Aก+!"�����Aก-A--)� 3!)�)"0% ก"*�4��(8�(*�/$ก"*�1 �A���" ����#"-0*%�G" �%กJ���)�(89�"25�'-�/"-"*B�"�@"3)4���+�'+!��4"��*%6� 3!)�*)2�:�"�$!���3Aก"*�13�"�F'(�"�$)/-�#*ก#�"�����2��@"�#"-��!"�2ก%4��3Aก"*�1�%6�F�*?)(*"ก[ก"*�1�%6�'+! 3%#) �"����+�)%���5��'+!�ก�#<กU3ก"*�1�"��0*J\ก<2����$<��:�"�-" ����3Aก"*�1�;����6/�#���9�:.!�@"'-�/"-"*B�;!)@"�"23"-*�44'+!�3�3!)���!�(7�'(3"-ก*��/�)����-.�-"ก ���)"22�/%��ก"*�+ )"0% )@"�"2ก"*(ก�*)��*?)�#"-/-"�/"-%����)�ก�A�- ก������� 4: �������"�!�ก��+�

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Knowledge Management 3

([<4%3<�"�) .�'-�/"-"*B3%+/<��2#�"2�� ก� �))ก2"กก%�'+!) �"�'* *��4� 4H" �����/*!"�-"�$?�)�#"-���)�3%#25�ก�" �(7��#"-'-����)�3%#'(�+ (*< " ����+� #ก%�)��1�#"-*.!��-�"#<� "�% �%6�����(7�0"/3*1���ก"*�*� �*.!H" �� %�-�)�ก-"ก-" )"�<�;��)"2"* 1���/)��ก����H"�#<;"-�����<��)�ก"*/)����#<G�ก"*B�" �)+) �"�'*��!�.ก0<J 1) "ก�*� �*.! �%ก#<2% )"#A�/���-�:��"�#<2% � �� - )+���-�;?�)�/� �*�+%4��ก-���#�<+���#<G�ก"*#<2% ) �"�'*(ก�A�-���2) ก"*4*<�"*2%+ก"*��%ก/.3*�����*�ก"*���(*�/$�#"-/@"�*,2 3�)+2�ก"*�ก!(89�"3�"�F����ก<+�56�H" �����# �"�ก,B?)�(7�)��1�#"-*.!���-��A���"�%6�/<6� �*"�� 3%6��!)/�/% '�-#�"4**+")"2"* 1����!"*";ก"*���-��A���"�%6���" �-?�)�กJ� 9)" A�*?)�"))ก2"ก-�"#<� "�% '( $#ก��"2��@"�#"-*.!���/%��/-��3%#��"'(+!# �*?)���?)�<6�'#!��!ก%4���# �"� -�"#<� "�% 2�-�#<G�ก"*�+'�-���2�B�)-*%กJ"'#!=5��)��1�#"-*.!����"��6����;!�(7�\"���ก"*3�) )+�#"-*.!��!)��1ก*�ก���56���!-��,��56� ����-�"#<� "�% �"ก3!)�ก"*�#"-;�# ���?)��ก"*�ก!'�(89�"4"��*?�)� �*"*.!4!"�'�-#�"-���**.!)�'*���) .����'��4!"�H" ��-�"#<� "�% �)��*" �#"-�<+*<�*<�-����*"-�) .��*?)ก@"�%�2��*<�-3!��@"'+!�� -���*�@"-"��!#4!"���)+�3���(*�/$�#"-/@"�*,2����!-���#) �"�'*����$*"���3A�+ �$?�)#�"�*"2�'+!'-��@":<+=6@"�*?)3!)��@"�"�=6@"=!)� #%&�G**-�)�����-�"#<� "�% ��?�)�2"ก-����ก��) .�� )�25�'-���) ก �)����ก��+!# ก%� �*?)B!"-�ก,-%ก2���4F(Low profile) ก�%#B.ก�-%���/! �3���� "ก <��ก#�"�?)ก"*$.+B5��#"-�!-���#�*?)4��*� ����'+!*%42"ก��*�ก"*3�"�F��)+�3 /�#���9���!#-%ก2���J(ab��Jก�)����$ " "-�?-F-%�'( ��!#ก,�@":<+=6@"="ก +%��%6�ก"*2%+ก"*)��1�#"-*.!(Knowledge Management, KM) 25��(7��*?�)�����ก�� #�!)��+ 3*�ก%4-�"#<� "�% '-��$� ��$*"��#"-*.!�(7�GA*ก<2��%ก�)��*"���"�%6� �3��$*"�)��1�#"-*.!����ก<+�56�H" ��-�"#<� "�% -�-"ก-" �%6����;%+�2!�(Explicit)���*.!�2!�(Tacit) ก*�4#�ก"*B�" �)+���/�%4/�A���!����)��1ก*'+!��!"�2����*� �*.!2"กก%����ก%�2��(7���*?�)�-?)/@"�%9����@"$"��!���# �"�$%&�"'(/.�ก"*�(7�����ก�

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Knowledge Management 4

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3. Technology

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2. �)ก/"*(*�ก)4ก"*QRก)4*-�;<�(P<4%3<ก"*�*?�)� Knowledge Management Training Workshop for University Executives 2%+�+ /@"�%ก�"�(*�ก%��A�H"$ก"*05กJ" -�"#<� "�% �;� ���-� #%���� 20 z 21 $U02<ก" � 2546

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4. Kurtz, C.F .and D.J. Snowden; The New Dynamics of Strategy: Sense-making in a complex and complicated world. IBM System Journal Vol. 42 No. 3, 2003.

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Knowledge Management 7

ก�����ก�������,)�6 !#� ก�����ก�������,) (Knowledge Management : KM) ก"*2%+ก"*�#"-*.! �?) ก"**#4*#-)��1�#"-*.!���-�) .���/�#�*";ก"*=5��ก*�2%+ก*�2" ) .���3%#4A����*?)�)ก/"* -"$%&�"��!�(7�*�44 �$?�)��!�Aก����)��1ก*/"-"*B��!"B5��#"-*.! ���$%&�"3��)���!�(7�:.!*.! *#-�%6�([<4%3<�"�'+!) �"�-�(*�/<�G<H"$ )%�2�/��:���!)��1ก*-��#"-/"-"*B���;<������%�/.�/A+ �+ ����#"-*.!-� 2 (*��H� �?) 1. �#"-*.!���Q8�) .����� (Tacit Knowledge) �(7��#"-*.!���'+!2"ก(*�/4ก"*�1 $*/#**�1�*?)/%9;"3<9"��)��3���4A�����ก"*�@"�#"-��!"�2��/<��3�"� F �(7��#"-*.!���'-�/"-"*BB�" �)+))ก-"�(7��@"$.+�*?)�" �%กJ�1)%กJ*'+!�+ ��" �;�� �%กJ���ก"*�@"�"� �"�Qa-?) �*?)ก"*�<+�;<�#<��*"��1 4"��*%6� 25��*� ก#�"�(7��#"-*.!�44�"-G**- 2. �#"-*.!���;%+�2!� (Explicit Knowledge) �(7��#"-*.!���/"-"*B*#4*#- B�" �)+'+! �+ :�"�#<G�3�"� F �;�� ก"*4%��5ก�(7��" �%กJ�1)%กJ* �UJP� �.�-?)3�"� F ���4"��*%6��*� ก#�"�(7��#"-*.!�44*.(G**- �$.#<2"*�1 $"�<; '+!��!�#"-�-" �)��@"#�" oก"*2%+ก"*�#"-*.!p '#! �?) /@"�*%4�%ก([<4%3< ก"*2%+ก"*�#"-*.!�?) ��*?�)�-?) �$?�)ก"*4**�A�(k"�-" ) �"��!) 4 (*�ก"*'($*!)-F ก%� '+!�ก� 1. 4**�A�(k"�-" �)��"� 2. 4**�A�(k"�-" ก"*$%&�"�� 3. 4**�A�(k"�-" ก"*$%&�")��1ก*'(�(7�)��1ก*�*� �*.! ��� 4. 4**�A�#"-�(7�;A-;� �(7��-.���� �#"-�)?6))"�**��#�"�ก%�������@"�"� ก"*2%+ก"*�#"-*.!�(7�ก"*+@"��<�ก"*) �"��!) 6 (*�ก"*3�)�#"-*.! '+!�ก� (1) ก"*ก@"��+�#"-*.!��%ก���2@"�(7��*?)/@"�%93�)�"��*?)ก<2ก**-�)�ก�A�-�*?))��1ก* (2) ก"*�/"��"�#"-*.!���3!)�ก"* (3) ก"*(*%4(*A� +%+�(�� �*?)/*!"��#"-*.!4"�/�#� ��!��-"�3�)ก"*�;!�"��)�3� (4) ก"*(*� Aก31�;!�#"-*.!��ก<2ก"*�"��)�3� (5) ก"*�@"(*�/4ก"*�12"กก"*�@"�"� ���ก"*(*� Aก31�;!�#"-*.!-"��ก�(��� ��*� �*.! ���/ก%+ o�A-

Knowledge Management 8

�#"-*.!p ))ก-"4%��5ก'#! (6) ก"*2+4%��5ก o�A-�#"-*.!p ��� o�ก���#"-*.!p /@"�*%4'#!�;!�"� ���(*%4(*A��(7�;A+�#"-*.!����*4B!#� �A�-�5ก����;?�)-� �-"ก�56� ��-"�3�)ก"*�;!�"�-"ก <���56� �+ ���ก"*+@"��<�ก"* 6 (*�ก"*��64.*�"ก"*�(7���?6)�+� #ก%� �#"-*.!����ก�� #�!)��(7��%6��#"-*.!���;%+�2!� ) .���*.(�)�3%#��%�/?)�*?)*�%/) �"�)?�������!"�2'+!�%�#'( (Explicit Knowledge) ����#"-*.!Q8��5ก) .���/-)� (Tacit Knowledge) ���) .����� �%6����) .����2 (�#"-�;?�) ��"�< -) ) .���/-)� (��3A:�) ���) .���-?) ���/�#�)?��F �)�*�"�ก" (�%กJ���ก"*([<4%3<) ก"*2%+ก"*�#"-*.!�(7�ก<2ก**-�����2@"�#���5���@"*�#-ก%�'-��;�ก<2ก**-����@"�+ �����+� # ��?�)�2"ก�;?�)#�" o2%+ก"*�#"-*.!p 25�-�����!"�2:<+ �*<�-+@"��<�ก"*�+ *����!"'(����#"-*.! �?) �*<�-����#"-*.! ����?)�#"-:<+$�"+���$44�) -"ก ก"*2%+ก"*�#"-*.!���B.ก3!)�2�3!)��*<�-����"��*?)�(k"�-" �)��"� �(k"�-" �)��"����/@"�%9 �?) ก"*4**�A:�/%-U�G<Y��ก"*+@"��<�ก"*3"-���ก@"��+'#! ����*� ก#�" Operation Effectiveness ����< "-:�/%-U�G<Y ))ก�(7� 4 /�#� �?) (1) ก"*/�)�3)4 (Responsiveness) =5��*#-�%6�ก"*/�)�3)4�#"-3!)�ก"*�)��.ก�!" /�)�3)4�#"-3!)�ก"*�)��2!"�)�ก<2ก"*�*?):.!B?)�A!� /�)�3)4�#"-3!)�ก"*�)�$�%ก�"� ���/�)�3)4�#"-3!)�ก"*�)�/%��-/�#�*#- (2) ก"*-��#%3ก**- (Innovation) �%6�����(7��#%3ก**-��ก"*�@"�"� ����#%3ก**-+!"�:�<3H%��1�*?)4*<ก"* (3) ��+�#"-/"-"*B (Competency) �)�)��1ก* ����)�4A��"ก*���$%&�"�56� =5��/��!)�/H"$ก"*�*� �*.!�)�)��1ก* ��� (4) (*�/<�G<H"$ (Efficiency) =5���-" B5�/%+/�#�*��#�"�:��%$G1 ก%43!��A������'( ก"*�@"�"����(*�/<�G<H"$/.� �-" B5� ก"*�@"�"�������A����*��!) �3�'+!:�-"ก�*?)�A�H"$/.� �(k"�-" /A+�!" �)�ก"*2%+ก"*�#"-*.! �?) ก"*���ก�A�-�����+@"��<�ก"*2%+ก"*�#"-*.!*�#-ก%� -�;A+�#"-*.!�)�3��)� ���*�#-ก%�/*!"��)� /@"�*%4�;!�"��)�3� ������"��62�/*!"��#"-*.!�56��;!�)�) .�3�)+�#�" �+ ���ก"*/*!"��%6��(7�ก"*/*!"��$� �4"�/�#� �(7�ก"*/*!"�:�"�ก"*�+�)��)"�#"-*.!2"กH" �)ก-"(*%4(*A���!��-"�3�)/H"$�)�3� ����+�)��;!�"� 2%+ก"*�#"-*.!'-��;�ก<2ก**-���+@"��<�ก"*�>$"��*?)�ก�� #ก%4�*?�)��#"-*.! �3��(7�ก<2ก**-�����*ก/�Q� �*?)��H"J"#<;"ก"*�*� ก#�" 4.*�"ก"*) .�ก%4�Aกก<2ก**-�)�ก"*�@"�"� ������/@"�%93%#ก"*2%+ก"*�#"-*.!�)�ก,3!)�ก"*ก"*2%+ก"*+!# �M%��N�+���ก�����ก�������,)�36� 3�O�� %�� $%&�"�"� �� $%&�"�� %��ก� �(7�)��1ก*ก"*�*� �*.! �#"-�(7�;A-;�������@"�"� ก"*2%+ก"*�#"-*.!25�'-��;��(k"�-" ��3%#�)�-%��)� ����?) ��A-$*"��!)��� 1 �)�ก"*2%+ก"*�#"-*.! �-?�)'*ก,3"-���-�ก"*��!"�2:<+ �)"ก"*2%+ก"*�#"-*.!�(7��(k"�-" �#"-:<+$�"+ก,�*<�-�+<�

Knowledge Management 9

��!"-" )%�3*" ���2��ก<+3"--"�?) ก"*2%+ก"*�#"-*.!��� - �*?) (�)- �(7�ก"*+@"��<�ก"*�$� ��$?�)��!'+!;?�)#�"-�ก"*2%+ก"*�#"-*.! ก"**<�*<�-+@"��<�ก"*2%+ก"*�#"-*.! �*�2.��2 ก"**<�*<�-+@"��<�ก"*2%+ก"*�#"-*.!�(7�ก!"#�*ก B!"ก!"#B.ก�<0�"� B.ก#<G� ก,-��)ก"//@"�*,2/.� �3�B!"ก!"#:<+ ก,2��+<�'(/.��#"-�!-���# 3%#ก@"��+���/@"�%9�?)�*�2.��2��ก"**<�*<�-+@"��<�ก"*2%+ก"*�#"-*.! ก�����ก�������,)�������.���)�� /%--"�<\< : �;!ก"*2%+ก"*�#"-*.!�(7���*?�)�-?)�$?�)4**�A�#"-/@"�*,2����#"--%������*� � "# ก"*2%+��-*<�*<�-+@"��<�ก"* ก"*QRก)4*-�+ ก"*([<4%3<2*<� ���+@"��<�ก"*3�)��?�)� ก"*2%+ก"**�44ก"*2%+ก"*�#"-*.! �*�2.��2��ก"**<�*<�-+@"��<�ก"*2%+ก"*�#"-*.! �*�2.��2��!3�)ก"*+@"��<�ก"*2%+ก"*�#"-*.! �?) �(k"�-" ����"� �� )��1ก* ����#"-�(7�;A-;�������@"�"�+%�ก��"#��!# �(7���?�)�'�/@"�%9 ��*�+%4����(7��%#�2/.��#"-/@"�*,2��ก"*2%+ก"*�#"-*.! �*�2.��2��� -2��@"'(/.�ก"*+@"��<�ก"*2%+ก"*�#"-*.!�44��� - ���'(/.��#"-�!-���#�)�ก"*2%+ก"*�#"-*.!�����/A+ �*�2.��2��� -3�)ก"*+@"��<�ก"*2%+ก"*�#"-*.!��/%��-'� -�-"ก-" ��" �44 ���$44�) ���/A+ �?) �@"�$� ��$?�)��!'+!;?�)#�"�@" �@"�$*"�B.ก4%��%43"-�!)ก@"��+ �@"3"-��;%���3�'-���!"�2�#"-�-" ���#<G�ก"*+@"��<�ก"* 2%+ก"*�#"-*.!) �"���!2*<� %����!ก (2/����7 %ก�����ก�������,) (Knowledge Process) 1. o��p B?)#�"�(7�)��1(*�ก)4���/@"�%9���/A+�$*"��(7�������#"-*.! ����(7�:.!�@"�#"-*.!'(�;!��!�ก<+(*�� ;�1 2.o������� �p �(7���*?�)�-?)�$?�)��!��/"-"*B�!��" 2%+�ก,4 ��ก�(��� � *#-�%6��@"�#"-*.!'(�;!) �"���" ���*#+�*,#�56� 3. oก*�4#�ก"*�#"-*.!p �%6� �(7�ก"*4*<�"*2%+ก"* �$?�)�@"�#"-*.!2"ก������#"-*.!'(��!:.!�;! �$?�)�@"��!�ก<+ก"*(*%4(*A� ����#%3ก**- )��1(*�ก)4�%6� 3 /�#���6 2�3!)��;?�)-� ����4.*�"ก"*) �"�/-+A� ก"*2%+ก"*�#"-*.!�)�ก*-ก"*(ก�*)� 2"ก$*�*";กUJP�ก"#�"+!# ��%ก�ก��1���#<G�ก"*4*<�"*ก<2ก"*4!"��-?)����+� $.0.2546 ก@"��+��!/�#�*";ก"*-���!"���$%&�"�#"-*.!��/�#�*";ก"* �$?�)��!-��%กJ���(7�)��1ก*����ก"*�*� �*.!) �"�/-�@"�/-) �+ 3!)�*%4*.!�!)-.���"#/"*���/"-"*B(*�-#�:��#"-*.!��+!"�3�"� F �$?�)�@"-"(*� Aก31�;!��ก"*([<4%3<*"�ก"*'+!) �"�B.ก3!)� *#+�*,#�����-�/-3�)/B"�ก"*�1 *#-�%6�3!)�/���/*<-���$%&�"�#"-*.! �#"-/"-"*B /*!"�#</% �%0�1 ���(*%4�(��� ��%0��3<�)��!"*";ก"*��/%�ก%+��!�(7�4A��"ก*���-�(*�/<�G<H"$���-�ก"*�*� �*.!*�#-ก%� �)4��3 KM ���'+!-�ก"*$<2"*�"��!#��,�#�"-��#"-/@"�%9�*��+�#��������6 �?) ก"*2%+ก"*)��1�#"-*.!�$?�)�ก!'�(89�"�#"- "ก2��;<�4.*�"ก"* ���'+!ก@"��+�(k"�-" (Desired State) �)� KM ���2�+@"��<�ก"*��(a 2549

Knowledge Management 10

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-�:.!*.!'+!ก��"#B5� KM ��" �����" -A-���)"2*#4*#--";�6G��@"3)4#�" �%#�2�)� KM ) .����'��'+! �+ )"2ก��"#�(7��@"+%4�%6��%#�2�)� KM ��-?)�ก%4�@"+%4�%6��)��#"-3!)�ก"* ( Hierarchy of needs ) �)� Mcgregor '+! �+ �*<�-2"ก�!)/--A3<\"��*ก����(7�/"ก���� )-*%4�%�#'(#�"�#"-*.!�?)$�%� (DOPA KM Team) 1. Knowledge is Power : �#"-*.!�?)$�%� 2. Successful knowledge transfer involves neither computers nor documents but rather in interactions between people. (Thomas H Davenport) : �#"-/@"�*,2�)�ก"*B�" �)+�#"-*.!'-��;�) .�����)-$<#�3)*1�*?)�)ก/"* �3�) .����ก"*-�([</%-$%�G1 *��#�"���+!# ก%� 3. The great end of knowledge is not knowledge but action : 2A+�-" (�" �"�/@"�%9 �)��#"-*.!-<�;����3%#�#"-*.! �3�) .����ก"*�@"'(([<4%3< 4. Now the definition of a manager is somebody who makes knowledge productive : �< "-��-��)�:.!2%+ก"* �?) :.!=5���@"��!�#"-*.!:�<3+)ก))ก:�

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Knowledge Management 12

�%6� 4 )��1(*�ก)4��6 �?)�%#�2�)�ก"*2%+ก"*�#"-*.!���Aก4*<4� '-��;����ก"*2%+ก"*�#"-*.!�)�;"#4!"��*?)�)�;A-;� ���*?�)�ก"*2%+ก"*�#"-*.!��6 ก"*�*� �*.!/@"�%9ก#�"3%#�#"-*.! �$*"�B!"'-�*�#%� 3%#�#"-*.!2��(7��#"-*.!���� A+�<��3" 3%# ก"*�*� �*.!2�-��%กJ�� o+<6�'+!p �?)-�;�#<3 �(7�$�#%3 ก"*�*� �*.!���+����/A+�?)ก"*�*� �*.!*�#-ก%� �(7� collective learning ����(7�ก"*�*� �*.!*�#-ก%�:�"�ก"*([<4%3< (interaction learning through action) ).4+<��*1 #<2"*�1 �(7�4A�����5�������"/��2) �"� <����+!"� ก"*2%+ก"*�#"-*.! (Knowledge Management - KM) ���)��1ก"*����ก"*�*� �*.! (Learning Organization)'+!ก��"#'#!�-?�)�*"#/%--�"#<;"ก"* �-?�)#%���� 6 /<��"�- 2548 � �!)�(*�;A- 2 )"�"* HS05 ���-�AJ 0"/3*1 ���/%��-0"/3*1 -�"#<� "�% �)��ก�� #�" ก�����ก�������,) (KM) 2.�%2/������� �,����ก���%�6 �U.(�.��!'+! �;!H"J"�+� #ก%� /?�)�#"-�-" ก%���!'+! ก"*�*� �*.!�)�4A����%#�2/@"�%9) .�����*"2�'+!�*� �*.!2"กก"*/)���)?�� (Learning from Teaching) ��� /<�����/@"�%9�)�ก"*2%+ก"*�#"-*.! ก,�?) �*?�)��)��� ก"*$%&�"�� ��$%&�"3��)� ก"*#"��:��@"�"� ก"*2%+�@"+%4�#"-/@"�%9 �)��"� �)�)��1ก*

���6� %�6 -�ก�����ก�������,) ก*-ก"*(ก�*)�'+!2%+�@"�:�ก"*2%+ก"*�#"-*.! (KM Action Plan) =5��(*"ก[) .����)ก/"* o�@"*%4*)�ก"*([<4%3<*";ก"*(*�2@"(a�4(*�-"� $.0.2549p =5��'+!/����! ก.$.*.�-?�)#%���� 30 -.�.2549 ��!# �-?�)$<2"*�"�>$"���?6)�"/"*����:�+%�ก��"# 2�(*�ก)4+!# /�#�/@"�%9 2 /�#� �?) 1. �:�ก"*2%+ก"*�#"-*.!��/�#��)�ก*�4#�ก"*2%+ก"*�#"-*.! (KM Process) 2. �:�ก"*2%+ก"*�#"-*.!��/�#��)�ก*�4#�ก"*2%+ก"*�(��� ��(�� (Change Management Process) =5���%6� 2 /�#� 2�-��#"-/@"�%9��ก"*;�# �%4���?�)� A�G0"/3*1ก"*�ก!(89�"�#"- "ก2�3"-�)4��3 ����(k"�-" ���ก@"��+'#!��!4**�A:� ����+� #ก%����3��� /�#�ก,2�-���*�ก"*���ก<2ก**-�)��3���/@"�%ก ก)� *)�*%4 �$?�)��!�ก<+:��(7�*.(G**- =5�������6-�) .�'-��!) ก#�" 15 ��*�ก"*/ก<2ก**- ก"*�%4���?�)�ก"*2%+ก"*�#"-*.!�)�ก*-ก"*(ก�*)��$?�)/�%4/�A�(*��+,� A�G0"/3*1ก"*�ก!'�(89�"�#"- "ก2��(7��"����-��#"-/@"�%9)�ก�"���5�� ���3!)�ก"* $�%�ก"*-�/�#�*�#-�)��Aก F /�#� �%6�/�#�ก�"� ���/�#�H.-<H"� ���2��(7�)�กก!"#��5�����/@"�%9��ก"*���2�ก�)�ก<+ก"**#4*#-/�/-)��1�#"-*.! ก"*�;!(*�� ;�1���3�) )+)��1�#"-*.!��ก"*�ก!'�(89�"�#"- "ก2� ก"*2%+ก"*�#"-*.!(*�ก)4+!# ก*�4#�ก"*��%ก F '+!�ก� ก"*�!��"�#"-*.! ก"*/*!"�����/#��" �#"-*.!��-� ก"*2%+�#"-*.!��!�(7�*�44 ก"*(*�-#�:����ก�%��ก*)��#"-*.! ก"*�4��(8���ก�(��� ��#"-*.! /A+�!" �?) ก"*�*� �*.! ����$?�)��!-�ก"*�@"�#"-*.!'(�;!��!�ก<+(*�� ;�1/.�/A+3�))��1ก*

Knowledge Management 13

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Knowledge Management 14

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Knowledge Management 15

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Knowledge Management 16

#<G��<+�)���)?�� ���������2��2���� ;�# ��!�*"��ก�(��� ��#"-��!"�2 ����#"-�<+ก%�'+!ก#!"��#"��56� �3��%#�2�)�ก"*��ก�(��� � �?) �#"-/��2*�#-ก%� �/��2�#"-�<+�)�ก%����ก%� ���/*!"�;A-;�=5���;?�)�2ก%� ก"*�"�)ก"/�*� �*.! B!"-�(89�"�ก�� #ก%4ก"*�*� �*.! ��!-)��"�44�:� / /"��3A�)�ก"*-�/�#�*�#- ���ก"*� ก3%#�)�/-";<ก �-?�)-�ก"*�/������,)#�-)-�(�.(� 6�� �*?)-�ก"*/��:�"��!)-.���"#/"*'( %�)�ก��!# �"���5�� ��!3<+3"-�*� �*.!ก"*(*%4�(��� � �#"-��!"�2�����"+���?�)� ���ก"*�:��#"-�-" ��-� ��(�,)ก���ก.�7\M��)�#<G�([<4%3<��-�F �����'ก��.'ก�3" ก��������,)�����7 (7 % CoP ก,-��#"-/@"�%9 '+!�ก� ก"*+5�+.+/-";<ก��-� ก"*3)4/�)�/<��ก*�3A!�2"กH" �)ก ก"*-�([</%-$%�G1ก%4;A-;�)?��F �!)�#**�#%� �#"-$ " "-���2�������������,)���]�%�\ก -"��!"'#!���%กJ���)��)ก/"* )"22�ก�)��!�ก<+:��/� -"กก#�":�+� �ก<+�(7�� ��)��!)-.���"#/"* ���'-����;! /A+�!" ��ก, %�3!)�ก"*�#"-;�# ���?) ���*?�)�(*�/4ก"*�1 2"ก�$?�)�*�#-�"� -+)��ก��������,)�ก�!;<+ก%4ก"*([<4%3<��!-"ก���/A+ ) �"+�#���#-3%#���2�/ก%+�#"-*.!�#"-*.!2"ก CoP �*?)�(��� ��#"-*.!2"ก CoP '(�(7���%ก/.3*�$?�)ก"*QRก)4*- "���.������(�� �(��� �2"กก"*�ก,4�ก�� #�#"-*.! '(/.�ก"*�;?�)-3�)*��#�"�4A��� ) �"/*!"��!)�/-A+����3,-'(+!# �)ก/"* ��!/*!"�4%3**" ;?�)4A��� (card catalog) �$?�);�# ��ก"*�;?�)-3�)*��#�"�4A���3�)4A��� (822% /.��#"-/@"�*,2 ก�A�-���'-��(7��"�ก"*�(7�/<������ก<+�+ G**-;"3<) .���!#��)��1ก* -��%กJ���)�/<��-�;�#<3 �3<4�3�56��-?�)�(7����(*�/��1�)�/-";<ก ก"*���2���!-��A���"3�))��1ก* 2�3!)�'+!*%4ก"*�$"�4�- +.��+!# �#"-*�-%+*�#%� ก"*/�%4/�A�-"�ก<�'( )"22��@"��!'-��(7����/��22"ก/-";<ก ก"*(��) (������ ก,)"22��@"��!��*��ก*,����� #�>" �#"-�!"�" ��6�3ก3�"�2"ก(822% 3�"�F ���:.!�@")��1ก*�� (*�/4 �#"-�!"�" /@"�*%4 CoP (89�"/@"�%9�)�;A-;����ก@"�%��3<4�3 �?) ก"*���/-";<ก/.9�/� �#"-/��2 ���(��) ��!:.!(*�/"��"�*%4:<+;)4'(����+� # �-?�):.!(*�/"��"��%�'(�@"�"�)?�� ;A-;�ก,��-/�" (89�"/@"�%9�)�;A-;����(*�/4�#"-/@"�*,2 �?) ก"*���/��2) .��3��#"-/@"�*,2�)�3��)� �!)�/�)���3�)'(��6 2�;�# *%กJ"$�%��)�;A-;� ��!�ก<+�#"-3�)��?�)� �@"/-";<ก��-���!"-"*�#- ���-A��'(���(*��+,�������-�- �.�Z,)�/���%�����.� =5���(7���� )-*%4��!"-"*�#-�3��*<�-�*ก �$?�)/*!"�$�%���!�ก�;A-;� ���-+)������3(�!ก�� �$?�)��ก�(��� ��#"-�<+ �$?�)/*!"��#"-3?��3%# �#"-'#!��?6)�;?�)�2 �#"-*.!/5ก*�#- 2�%�2�.�ก��.�� *��#�"�/-";<ก�)�;A-;� ����M%ก����"ก����"74%7�� '-�2@"�(7�#�"/-";<ก�Aก��2�-�/�#�*�#-) �"����"��� -ก%� /�%4/�A�ก�A�-�ก�+!# ก"*��!�(7����*%4*.!�)�;A-;� ���'-�*4ก#��#�"�$<�--"ก�(7�$<�0J �#"-�!"�" +!"�����<� �/�-+)ก��.�� ก��-+)7) �,� "�!ก���7)�^\%�����[���6� %%��� �;�� ก"*�;! Software computer ����;!��" ����A!��� �#"-�!"�" /@"�*%4/-";<ก /<�����-��A���"-"ก�)�;A-;� �?) ก"**�#-ก%��ก!(89�" �3�ก"*)H<(*" (89�") �"��(j+)ก ���������#"-�<+ %�'-�/Aก�)-+� �*?)�<++%�F �����(*�;A-�(7�/<�����'-��;�G**-;"3<�)��*"

Knowledge Management 17

�#"-�!"�" �)�/-";<ก���/@"�%9 �?) ก"*$.+B5�(89�"�)�3��)� 3�)��!":.!��2@"�#�-"ก����*"'-�*.!2%ก 2�)�%�����2�����(*��+,�����>� 4�- ��!/-";<ก)"#A�/=5���� )-*%4 �(7�:.!�)�#"-;�# ���?) ����":.!���-�ก5��'(*�#-) .����#�� :.!(*�/"��"�;�# ก*�3A!���!)G<4" ��%ก�<+�)��!)�/�) �$?�)��!/-";<ก)H<(*" '(���/--3<\"� ����;!�����?)ก ก"*/*!"��#"-'#!��?6)�;?�)�2��ก�A�-��"+��,ก 2-3 �� )"2�;!�(7�2A+�*<�-3!�/@"�*%4ก"*/*!"�;A-;�'+! 3"-�< "-�)� DOPA KM Team '+!ก��"#'#!#�" CoP �(7�ก�A�-�����-"*#-3%#ก%�) �"�'-��(7��"�ก"* -�#%3BA(*�/��1�$?�)��ก�(��� ��*� �*.! ���/*!"�)��1�#"-*.!��-� F �$?�);�# ��!ก"*�@"�"�-�(*�/<�G<:����+��56�/�#���9�ก"**#-3%#ก%����%กJ����6-%ก2�-"2"ก�����) .���ก�A�-�"��+� #ก%��*?)-��#"-/��2���*?�)��+�*?�)���5��*�#-ก%� =5���#"-'#!#"��2����#"-�;?�)-%����ก"*��ก�(��� ��!)-.�*��#�"�ก%�2��(7�/<�����/@"�%9 Cop 2�-��#"-�3ก3�"�2"กก"*���4A���-"*#-ก�A�-ก%��(7���-([<4%3<�"�(ก3<�%�#'(3*���� Cop �(7�ก"**#-3%#ก%�) �"�/-%�*�2 �(7�ก"*�;?�)-� �/-";<ก��!"+!# ก%� �+ ก<2ก**-�"�/%��- '-�'+!-�ก"*-)4�-" /%��ก"*�(7�ก"*�>$"����2���?)ก�@"���%#�!)�*?)�*?�)����/��2*�#-ก%����"�%6� �#"-*.!���'+!2"กก"*��ก�(��� ���ก�A�- CoP 2�$%&�"�(7�)��1�#"-*.!����(7�(*�� ;�13�)ก"*$%&�"ก"*�@"�"��)�4A������)��1ก*3�)'( ���2"กก"*��ก�(��� ��*� �*.!H" ��ก�A�-) �"�'-��(7��"�ก"*����"-ก�"�4** "ก"0�44/4" F (*�ก)4ก%4ก"*�;!����<�����*� ก#�"/A��*�/���" (Dialogue) =5���(7�ก"*/���"�����"*$�#"-�<+��,��)�:.!$.+ ��!�ก� *3<ก%� ��!�)ก"/ก%� ���'-�$ " "-�%+�#"��#"-�<+��* ก%4*%4�8�:.!)?��$.+) �"�3%6�)ก3%6��2 (Deep Listening) ก��ก���ก�� %��.�����"+�%ก��������,) (Cop) �/��� %��� ���. 2"กก"*���ก*-ก"*(ก�*)�'+!*%4�#"-'#!#"��22"กก*��*#�-�"+'� ���*%\4"�-)4�-" ��!�(7� H"�/�#���%ก��ก"*([<4%3<H"*ก<2���/@"�%9*�+%4;"3<3�)��?�)�2"ก)+�32�B5�(822A4%� �;�� ก"**%กJ"�#"--%����H" �� ก"*�ก!'�(89�" "�/$3<+ ก"*4.*�"ก"*�ก!'�(89�"�#"- "ก2� �(7�3!� �/+�B5�ก"*-�4A��"ก*����(7� o�A��"�/%��-p ) .��(7�$?6�\"���)��1ก* ก*-ก"*(ก�*)�25�'+!/���/*<-��!-�ก"*2%+ก"*�#"-*.! �$?�);�# ��!ก"*�@"�"�-�(*�/<�G<H"$ ����ก<+(*�/<�G<:���*.(�)�ก"*2%+;A-;�����ก"*�*� �*.!�56� �+ �@"*�)����#<� "�% ก"*(ก�*)�ก�)� �*� ก#�" o��*�ก"*;A-;�����ก"*�*� �*.! ( CoP ) #<� "�% ก"*(ก�*)�p �+ -�#%3BA(*�/��1��9� F 3 (*�ก"* �?) (1) �@"�UJ[�ก"*2%+ก"*)��1�#"-*.! ( KM ) -"/.�ก"*([<4%3<��!�ก<+(*�� ;�1�ก�ก"*([<4%3<�"�2*<�

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Knowledge Management 18

3.2 �@"��%�/?)�#� � �;<9;#� �!"*";ก"* �.ก2!"� *�#-�(7�/-";<ก;A-;�����ก"*�*� �*.! 3.3 �;<9/-";<ก(*�;A-(*5กJ"�"*?) *�#-�<+ *�#-�@"ก<2ก**-ก"*��ก�(��� ��*� �*.! �#"-*.!3"-�%#�!)���) .����#"-/��2�)�/-";<ก 3.4 (*�/"��"��*?�)�/B"����(*�/"��"�4A�������"�GA*ก"*)?�� 3.5 2%+��!-�ก"*��ก�(��� ��*� �*.!��4** "ก"0���'-��(7��"�ก"* 3.6 2%+�@"/*A(ก"*�/#�"�)� CoP �$?�)�: �$*� 2%+ก<2ก**- ก*�3A!� /���/*<- �(7�*� � F 3.7 3<+3"-(*��-<�:�ก"*+@"��<�ก"*���*" �"� ��*�ก"*;A-;�����ก"*�*� �*.!+%�ก��"# 2�3!)�-��#"-)+������;!�#�"*#-B5�ก"*ก*�3A!�/���/*<-�����!ก@"�%��22"ก:.!4%��%44%9;" �+ �>$"�) �"� <����*� ��*ก F ก,��2�3!)���!-�ก"*+@"��<�ก"*��*� ��#�"��5����!#3<+3"-(*��-<�:��$?�)�@"ก"*05กJ":�����ก<+�56�3�)'( (�2��� ;A-;�����ก"*�*� �*.! (CoP) �(7�ก<2ก**-�*<�-3!�)�กก<2ก**-��5����ก*�4#�ก"* KM ���-�ก<2ก**-��" (*�ก"*���2�3!)�+@"��<�ก"*�%6���/�#����)"2�*� ก#�"�(7�-<3<�)�ก"*4%��%4�����/�#�����(7�-<3<�)�ก"*/���/*<- /�#�����(7�-<3<ก"*4%��%4 �?) ก"*���2�3!)�+@"��<�ก"* KM ��\"��3%#;�6#%+����(7�$%�G�/%99"���ก*-ก"*(ก�*)�'+!2%+�@"'#!���@"*%4*)�ก"*([<4%3<*";ก"*(*�2@"(a�4(*�-"� 2549 ก%4 /@"�%ก�"� ก.$.*. ��!/@"�*,2 �?) ก"*+@"��<�ก"*��/�#�ก�"��)��Aก/@"�%ก/ก)� 3"-�:�([<4%3<ก"*ก"*2%+ก"*�#"-*.! (KM Action Plan) ก%4ก"*+@"��<�ก"*��/�#�H.-<H"��)�)@"�H)/ก<��)@"�H) ��ก"*�@"��!)@"�H)/ก<��)@"�H) �(7�0.� 1ก�"�)��1�#"-*.!�$?�)ก"*�ก!'�(89�"�#"- "ก2��;<�4.*�"ก"*��$?6��������(7�(*�� ;�1�ก��AกQ�" ����ก�� #�!)� �+ )@"�H)/ก<��)@"�H) 2�3!)�2%+�@":�/@"�*,2ก"*�ก!'�(89�"�#"- "ก2��;<�4.*�"ก"*��$?6���� 2@"�#� 1 �*?�)� �$?�)�: �$*�3<+'#!��� 032.)@"�H)/ก<��)@"�H) ���4%��5ก'#!����#,4'=31�)�2%��#%+���ก*-ก"*(ก�*)� ��/�#�����(7�-<3<�)�ก"*/���/*<-�?) ก"*+@"��<�ก"* KM ��\"������(7�3%#�%4���?�)� )��1ก*/.��#"--�(*�/<�G<H"$ (*�/<�G<:�����@"��!-��#"-/"-"*B���;<������%�/.�/A+ 4A��"ก*�)�ก*-ก"*(ก�*)����B?)'+!#�"�(7� o�A��"�/%��-p -��#"-/@"�%9 <��3�)ก"*�+<��"�'(/.��(k"�-" KM +%�ก��"# ก"*05กJ"�*� �*.!�*?�)� KM ���ก"*-�/�#�*�#-) �"���,��%���ก<2ก**- KM 3�"� F �%6���/�#�ก�"����/�#�H.-<H"�2��@"��!�ก<+/%-U�G<Y:� ก%4�"�+!"�ก"*2%+ก"*�#"-*.!���ก*-(ก�*)�*%4:<+;)4�;���+� #ก%4�"�)?�� F ���:�"���!"-"���/@"�*,2:���+!# +� ก%4�%6��ก<+�A���"(*�� ;�1�ก�$���!)�(*�;";����;"3<4!"��-?)�'($*!)-ก%� �(7���� )-*%4���'+!�ก<+�#"-'#!#"��22"ก*%\4"��Aก*%\4"��/-)-"

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Knowledge Management 19

��2/��������/���.�ก�����ก�������,) 1. Z,)(�.+��2,%2�� (CEO) /@"�*%4#�ก"*2%+ก"*�#"-*.! B!":.!4*<�"*/.�/A+�(7��;-�(a� � (��,��A���" ���+@"��<�ก"*:�%ก+%� KM) �*?�)����#�" "ก�%6���" ก,��" �56� :.!4*<�"*/.�/A+�#*�(7�:.!*<�*<�-ก<2ก**-2%+ก"*�#"-*.! �+ ก@"��+3%#4A������2��@"��!"��� o�A��)?6) (*�44)p �)� KM =5���#*�(7�:.!4*<�"**�+%4/.� �;�� *)�)G<4+�, *)�:.!)@"�# ก"*��9� 2. �� � 6M (Chief Knowledge Officer, CKO) B!"ก"**<�*<�--"2"ก:.!4*<�"*/.�/A+ o�A��)?6)p ก,/4" '(�(�"���5�� �3�B!"ก"**<�*<�-�����!2*<�'-�'+!-"2"ก:.!4*<�"*/.�/A+ 4�4"��*ก�)� o�A��)?6)p ก,�?) �@" �(k"�-" /�%#(�" '(�" :.!4*<�"*/.�/A+ ��!:.!4*<�"*/.�/A+ก�" �(7��2!"�)� o�%#(�"p ��!'+! 4�4"�3�)'(�)� o�A��)?6)p �?) ก"*�" o�A�)@"�# p ���*�#-ก%4 o�A�)@"�# p 2%+��!-�ก"*ก@"��+ o�(k"�-" /�%#(�"p ��*�+%4 �) F �)� o�A�ก<2/:.!([<4%3<�"�p, �) �;?�)-� � o�%#(�"p ��!"ก%4#</% �%0�1 $%�Gก<2 �(k"�-" ��� A�G0"/3*1�)�)��1ก*, 2%+4** "ก"0��#*"4 ���ก"*4*<�"*�"��44�)?6))@"�"2 (Empowerment), *�#- Share �%กJ���ก"*�*� �*.! �����ก�(��� ��*� �*.! �$?�)(*�� ;�1��ก"*+@"��<�ก"*2%+ก"*�#"-*.!�+ 3*� ����$?�)�/+���! o�A�ก<2p ��,��A���"�)��%กJ�+%�ก��"#, 2%+/**�*%$ "ก*/@"�*%4�;!��ก<2ก**-2%+ก"*�#"-*.! $*!)-�) �;?�)-� �ก"*2%+ก"*�#"-*.!��!"ก%4ก<2ก**-/*!"�/**�1)?��F �%6�H" ������)ก)��1ก*, 3<+3"-�#"-���?�)�'�#�)�ก"*+@"��<�ก"*��!�@"����@"4"��*?�)� ����/+���"��;?��;-���#"-/@"�*,2 )"22%+��!-�ก"* ก �)���:�/@"�*,2 �����!*"�#%����)"2'-���!�/<���)��3���!�ก"*/*!"��#"-H"�H.-<�2���#"-/@"�*,2 3. �� /���� (Knowledge Facilitator , KF) �(7�:.!�) )@"�# �#"-/�+#ก��ก"*2%+ก"*�#"-*.! �#"-/@"�%9�)� o�A�)@"�# p ) .����ก"*�(7��%ก2A+(*�ก" �#"-�<+���ก"*�(7��%ก�;?�)-� � �+ 3!)��;?�)-� �*��#�"�:.!([<4%3< (o�A�ก<2p) ก%4:.!4*<�"* (o�A��)?6)p), �;?�)-� �*��#�"� o�A�ก<2p 3�"�ก�A�-H" ��)��1ก*, ����;?�)-� �ก"*2%+ก"*�#"-*.!H" ��)��1ก* ก%4H" �)ก)��1ก* �+ ��!"������ o�A�)@"�# p �#*�@" �?) - *�#-ก%4 o�A��)?6)p 2%+��!-�ก"*ก@"��+ o�%#(�"p �)� o�A�ก<2p )"22%+ o-�ก**-�%#(�"p �$?�)/*!"��#"-�(7��2!"�)� o�%#(�"p - 2%+3�"+�%+�#"-*.! �$?�)��! �A�ก<2 �@"�#"-/@"�*,2-"��ก�(��� ��*� �*.! B)+�#"-*.!))ก-"2"ก#<G��@"�"�����@"'(/.��#"-/@"�*,2�%6� �$?�)ก"*4**�A o�%#(�"p - 2%+ก"*+.�"� �*?)ก<2ก**- o�;<9�$?�)�-";�# p (Peer Assist) �$?�)��!4**�A o�%#(�"p '+!��" �*?)�*,#�56� �+ ���:.!�%6�2�) .�H" ���*?)�)ก)��1ก*ก,'+! �*� �*.!#<G��@"�"�2"ก��" �;<9��"-"���"�*?)/"G<3 - 2%+$?6�����/-?)�/@"�*%4ก"*��ก�(��� ��*� �*.! ���/@"�*%4�ก,4*#4*#-�A-�#"-*.!���'+! �;�� �;!������� �ก"*/?�)/"*���/"*/���0=5��*#-�%6��#,4'=31 �#,44)*1+ �#,44�,)ก )<��*"��,3 2+�-" ��"# �(7�3!� - /���/*<-��!�ก<+;A-;���#([<4%3< (CoP-Community of Practice) ���*?�)�����(7��#"-*.! �*?)�(7��%#�2��ก"*4**�A�(k"�-" ��%ก�)�)��1ก* - �;?�)-� �ก"*+@"��<�ก"*2%+ก"*�#"-*.!�)�)��1ก* ก%4ก<2ก**-2%+ก"*�#"-*.!H" �)ก �$?�)/*!"��#"-�5ก�%ก����$?�)��ก�(��� ��*� �*.!ก%4H" �)ก 4. �� ก.� (Knowledge Pracititoner, KP) o�A�ก<2p �*?):.!([<4%3<�"� �(7�$*��)ก�*?)�"��)ก3%#2*<� �)�ก"*2%+ก"*�#"-*.! �$*"��(7�:.!+@"��<�ก<2ก**-2%+ก"*�#"-*.!(*�-"�*!) �� 90-95 �)��%6��-+ o�A�ก<2p �(7��2!"�)� o�%#(�"p �+ ��!2*<� ����(7�:.!���-��#"-*.! (Explicit Knowledge) ����(7�:.!���3!)�-"��ก�(��� ��*� �*.!

Knowledge Management 20

�;! �" /*!"� �(�� �#"-*.!�$?�)ก"*([<4%3<��!4**�AB5� o�(k"�-" /�%#(�"p ���3%6�'#! 5. �� ��!2�� (Network Manager) �(7�:.!����) (*�/"��;?�)-� ���*?)��" ก"*2%+ก"*�#"-*.!*��#�"����# �"� ��!�ก<+ก"*��ก�(��� ��*� �*.!��#����ก#!"��56� �ก<+$�%�*�#--?)�"���*?)��" ��ก"*�*� �*.!��� ก*�+%4�#"-*.!�44�#��.�

Knowledge Management 21

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5�H. �/��� KM Knowledge resides in the users and not in the collection. �����,) �,�-�Z,)-) #��-� �,�-�"+��%��������,) (Y. Maholtra) KM is a Journey, not a destination. ก�����ก�������,)��[�ก����.���% #��-���N�+���������% (Warick Holder, IBM, 20 Nov 2003, Chiangmai) A little knowledge that acts is worth more than much knowledge that is idle. �����,)�3��%��4ก�) ��36� �U.(�.�������กก��������,)�+������� �,��e� f (Kahlil Gibran) Knowledge is a key asset, but it is often tacit and private. �����,)��[�2.����3��2/���� "�(� ����M%�����,)��[�2.�%]�%�\ก"�!��[�2.����3��2���(���� Knowledge is not what you know, but is what you do. �����,)#��-��3��%ก���,) "���[�ก��ก�!�/�

Knowledge Management 22

Successful knowledge transfer involes

neither computers nor documents but rather

interactions between people. ก��^���� ������,)2/���4�#�)#��-���6� %�ก����ก�(

� �3.�� ��+�6 � ก2�� "���[���6� %7 %

�U.2��3��j��!+���%�� (Mason & Mitroff, 1973)

Shift from error avoidance to error detection and correction �%���������กก��+��ก�����%����Z.�3��� #�2,�ก���)�+�����Z.�3���"�!"ก)#7

Knowledge Management 23

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